Is SARS E-filing as "Simple and Efficient" as Advertised?

Summary of Incident

Perhaps after I let you in on my experience, you can be the judge and comment on this post. From chatting with colleagues it seems many have either had very good experiences or really bad ones. Which camp do you fall in?

I have been submitting via E-filing since 2009, I consider my computer skills to be relatively advanced as I bank with various institutions Online, I study Online, I also managed an International Online college for two years and I work with various software applications and file formats daily. I mention this in order for you place me contextually as a random citizen using this “Easy” facility.

Registration & Setting Password: It seemed the hardest part of the process was actually registering. The system kept throwing out my password insisting I require capitals, numbers and symbols regardless that my password was the correct length and did contain all the required graphemes. After several unsuccessful attempts I called the call centre and waited in queue behind other users who despite the “Easy to Use” site were still calling in “High Volumes”.Eventually I managed to get through the challenging aspect of setting my User Name and Password. I also managed to submit, I gratefully thought the initial irritation of registering was not too bad considering the long lines I avoided by physically going in to SARS.

Logging In: The following year, I had problems logging in yet again, the security default kept blocking me every time I made more than 3 log in attempts. I guess these hectic measures are important just in case someone one wants to hack into my profile and submit on my behalf..........the horror. The re-setting of passwords became ridiculous as each time I logged in with the latest changed password the system would reject and request I re-set again. Eventually I had no clue which password to use. After finally getting through to the call centre I was told my original password was the one on record............of course it would be.

Timed Out: To say the least I was not looking forward to the next tax season, but as it rolled around I pleased to see I could log in, but after 5 seconds of viewing my profile the site “Timed Out” and shut my session down. This happened about 20 times, and once again I had to contribute to the “High Call Volumes”. I was asked questions like, “Have you installed the latest version of Adobe Reader?” I wondered how that affected the “Timed Out” issue, but didn't argue and downloaded it, problem persisted. After several more calls I was told the fault was obviously my computer and I need to switch off my anti-virus and set my clock back by 6 months. This request was so strange and I was so desperate to submit I tried it and it worked.

Saved not Submitted: Apparently in my desperation to submit and my technical challenges I actually “Saved” my return instead of “Submitting”. Naturally I only discovered my error the following year when I was sent the “Non Compliance Penalty Fee” of R500. One would think a “User Friendly Site” would have safe guards to prevent people from doing this or notification messages. SARS are aware that this is a very common error apparently.......... imagine that? 

Issuing of Case Numbers: This system is also brilliant, it makes you enter your ID then your existing case number (if you don’t have one and fail to enter a number, the voice prompt warns you to take note of the case number for future, then provides you with one). If you actually have a case number like I did, after calling in several hundred times, the voice prompt then requests my ID number again, it then asks me yet again for my case number, I type it in for the second time, It then gives me a completely new case number. So now I have 2 case numbers. The call centre agent then issued me with a third case number after my call.............apparently you can never have enough case numbers.

Timeline of Current Issue: Now let’s focus on 2013. I attempted to submit and dealt with more “Timed Out” issues, but resolved them after calling in.

05 July 2013 -Successfully submitted return. No results

22 July 2013 – Call Centre (Issued Case Number: 111149935) - Was told assessment could take 21 working days and I must be patient.

26 July 2013 – Call Centre (Issued Case Number: 111944233) –Was asked to submit 2009 return (no mention of this onsite or via email), Submitted Online with Consultant.

02 August 2013 – Call Centre (Issued Case Number: 111944233) – Was told I need to submit for 2009, then was told its fine 2009 is reflecting and they would escalate my query. I should expect a call.

29 August 2013 - Call Centre (Issued Case Number: 1114773378) – Was told no action is needed from my side, yet my rebate was still not paid to my account. I was also told they are still working on my assessment and they are just the call centre and can do no more.

23 September 2013 – SARS [Ontdekkers Rd, Gauteng] – I now resorted to physically going into a branch, after waiting for 2hrs to get a queue number I was told they don’t deal with E-filing queries and I need to phone in, because I didn't have a copy of my most recent IRP5 (which I didn't think to bring since it was already submitted Online in July and I thought we were living in the 21^st century and that it could be accessed Online). I said I just needed to see a consultant but the large woman told me that was not possible and I probably “Saved” and not “Submitted”, which at this point I felt a vein on my forehead begin to throb violently............I left quickly.

My assessment and rebate is still pending to date. Is this real? Am I one of many or just a random case of bad luck. Am I prone to attract unfortunate circumstances? So as a loyal taxpayer and decent contributing member of society, I would like to question if E-filing is as “Easy” as its advertised or am I a moron?

Will let you know when my case is resolved.............."What was that case number again?"

28 February 2014 - During the period between September and the present date, I did receive at least at least three calls from SARS letting me know that my query was being attended. Regardless of the assurance, I found this most frustrating as it was now close to 7 months since my submission. I was none the wiser as to what the delay was or how I could remedy it. I was ready to just let it be, when I received a message on my phone that I need to log into my profile as SARS has sent me a notification. I logged on and realised that I was required to produce some sort of documentation, but it wasn't clear what, so I called and had a consultant assist me online. The consultant indicated that I need to upload my IRP5 of 2009. I did and a few days after my submission, my rebate was in my account and my issue was resolved. I was relieved and pleased, but did this really need to drag on for 7 months? Well,  guess I should be grateful............anyway almost time again for my next tax submission .......sigh :(